Desjardins Wealth Management Security is the financial institution division that manages high-value clients. They are organized by small, autonomous teams of advisors, incentivized by operational independence under the umbrella of the trusted Desjardins brand.
Impact
15 %
Revenue boost
–50 %
Overtime
Situation
Client relationships are the core and key components of their business. Clients come to invest, grow, and fructify their wealth for themselves and their descendants.
Although relationships are individual, the transactions follow strict processes and policies. The advisors’ role is to provide a smooth experience to the client in managing their wealth.
Complication
The pilot team managing $2B+ in assets, we worked with was continuously doing overtime because of administrative tasks, approval seeking, and follow-ups, which eventually led to delays and, above all, client dissatisfaction and opportunity losses.
Solution
After diagnosing the key drivers of efficiency and productivity waste, we sat down and co-created the standard client journey that led to premium experience. We translated it into processes, templates and pre-established chains of approvals to expedite low-risk processes
Outcome
Within 9 months, the pilot teams estimated a 15% increase in revenues and reduced by half the overtime while decreasing opportunity loss.
